Professional Documents
Culture Documents
Debra Wiley
What is the FSA
Ombudsman?
om·buds·man
Pronunciation: 'äm-"budz-man; noun
Etymology: Swedish, literally, representative, from Old
Norse umbothsmathr, from umboth commission + mathr
man
1 : a government official (as in Sweden or New
Zealand) appointed to receive and investigate
complaints made by individuals against abuses or
capricious acts of public officials
2 : one that investigates reported complaints (as from
students or consumers), reports findings, and helps to
achieve equitable settlements
Source: http://www.merriam-webster.com
The Opport unity
to --
Open communication
channels
Offer other
perspectives
Organize details
Outline options
Overtly collaborate
Optimize outcomes
What Do We (and You!) Do?
Identify the issues/concerns
Listen – to both sides of the story
Research – find factual information
Document – contacts, activities, & findings
Develop – options for resolution
Finalize – outcomes
What’s the Case Process?
Thorough
Problem research Frequent
resolution communication
Contextual Accurate
explanations Impartial detailed
review information
What does the
Customer Want?
Customer Satisfaction
– Psychological: The customer feels listened to
and respected.
– Substantive: Comprehensive, contextual and
fair-minded consideration of options available.
– Procedural: Consistent, thorough research of
facts and documentation.
What ar e t he Top Issues for
General Assi stance C ases?
“General Assistance” cases increased by 173% between
FY2000 and FY2003.
FY 00 FY 03
FSA Assistance FSA Assistance
Default Account Balance
Service Quality Loan Cancellation/Discharge
Loan Cancellation/Discharge Consolidation
Account Balance Repayment Plans/Amounts
What ar e t he Top Issues for
Resear ch P robl em Cases?
“Research Problem” cases increased by 41.17% between
FY 2000 and FY 2003.
FY 00 FY 03
Service Quality Loan Cancellation/Discharge
Default Account Balance
Loan Cancellation/Discharge Repayment Plans/Amounts
Account Balance Consolidation
Tax Refund/Offset Default
What Problem
Underlies most
Cas es?
Communication??
Failure to listen
One-sided communication
Communication gaps
Not knowing the question to ask
Not answering the question asked
What do you see?
Ombuds Lessons
Telling them they owe doesn’t work…..SHOW
THEM (through an example to which they can relate).
Questions?
To Cont act Us:
Toll-free: 1-877-557-2575
Toll: (202) 377-3800
Fax: (202) 275-0549
Email: fsaombudsmanoffice@ed.gov
Internet: ombudsman.ed.gov